Becoming a good service advisor requires intensive on-the-job training, commitment, dedication, and, at times, years of experience for you to completely familiarize yourself with the ins and outs of the job. You can't just become the best overnight and have clients to bust down the door the next day begging for your exclusive service, but there are proven methods that you can apply while on the job that'll help you perform better.
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1. A Good Service Advisor Nails the First Impression.
The first thing to keep in mind as a service advisor is that you always need to create a great first impression with customers.
The first 40 seconds of contact with the client is very critical. (Supposedly only 30 if they're a woman, but you didn't hear that from me…) There are several ways to make that good first impression:
You can start immediately establishing rapport by way of a simple compliment. It can be something obvious like their car or their outfit, but be sincere about it and obviously don't say anything that'll make you sound like a creep. Also, don't stare. If it's not something you can instantly compliment, then it won't be sincere.
2. A Good Service Advisor Always Has a Plan.
Secondly, it is important that all service advisors start their day with a plan.
- It's imperative that you have a precise and clear goal to make each day as productive as it can be.
You can always try to set sales goals or specific items like alignments, but also remember to wear a smile whenever you're at work. It's the best way to establish rapport because you'll look friendlier and clients will feel relaxed and be more open with you.
- It's also advised to take the customer's side.
You can do this by expressing concern with their problem and letting them feel like you personally empathize with their situation. It's also important to not just sound sincere and genuine, but you have to be sincere and genuine.
- It's essential that you dress neatly.
You need to keep in mind that you represent the whole service department, which means you need to look neat and clean to indicate to the customer that you're organized and efficient. This will make them more confident that you'll take care of their car. In addition, it's also important that you put value into your service, You can do this by assuring the customer that the department has the latest tools for diagnostic, or tell them that your team is highly skilled and certified to get the job done.
- There are also times when asking an open-ended question is required.
Instead of asking a question with a yes or no answer, it's better to ask questions that keep the customer talking. The more information they give about their issues and concerns, the better idea you'll have of what the problem is. In relation to this, you also need to be a good listener. By really listening to the customer, you'll not only get more clues regarding the problem, but you'll also gain their confidence by showing them that you value everything they have to say.
3. A Good Service Advisor Always Follows Up.
Finally, a good service advisor also constantly follows up.
In cases where the service is going according to your time estimate, follow up. If there's a delay, it's important to tell the customer immediately. They are way more willing to forgive any setbacks if they're properly notified, so keep that in mind.
For more ways to hone your skillset and become the best service advisor you can be, check out my article on 43+ Service Advisor Training Resources.